Wel wel wel wie had dat gedacht, een mail van American Airlines in verband met onze terugkeer die niet zo vlot verlopen is, bieden ze mij een transportation voucher aan en mijn man moet ook een mail sturen met de code die onderaan de mail staat en hij krijgt er ook één, duurt wel lang voordat we een antwoord gekregen hebben we zijn al een maand terug :p maar wel blij :-) Dear Mrs. Baegen Thank you for contacting us. Although we are very excited over the merger of our two airlines, we are still considered as two separate carriers and your issue has been forwarded to us to address. Im happy to have the chance to respond to your comments. We are disappointed to learn that we let you and Mr. Kerrinckx down. At the same time, were glad you took the time to let us know about your cancelled flight, how it was handled, the conditions onboard flight 46 and the delay of your baggage. As a company committed to our customers, input such as yours is critical to our continued success. We are sorry we didnt get you to your destination as planned and realize how frustrating this must have been. The on-time departure of our flights is one of our most important service goals and we will continue our efforts to improve our record. We are sorry that your flight was cancelled due to Air Traffic Controls that were implemented. Your comments about the entertainment onboard flight 46 will assist us in evaluating this particular area of our service from our customers point of view. Your criticism will be used constructively. Im sorry you were disappointed in our service. Although we try our best to prevent baggage mishandling, sometimes we are unsuccessful. Undoubtedly, you were inconvenienced and aggravated, and we are sincerely sorry for what happened. When a customer travels with more than one airline, it is standard practice that the last carrier to deliver the customer to their destination is responsible for processing a baggage claim to conclusion. This procedure was developed to avoid a duplication of efforts and to expedite the handling and settlement of a claim. Since a baggage claim must be filed upon arrival at the customers final destination, the last carrier is in possession of the necessary information and documents. Accordingly, it will be necessary for you to continue to work directly with British Airways. Their personnel should resolve your claim,if they have not already and if appropriate, will then contact us to arrange a settlement. As more tangible evidence of our concern and regret for your disappointing experience, weve sent you a transportation voucher. The voucher may be used toward the purchase of a ticket for future travel on American, American Eagle, US Airways or any American Airlines marketed codeshare flight. The voucher may also be used on any of the airlines in our oneworld® alliance, provided American Airlines is the international carrier (international flights are defined as transatlantic, transpacific and flights to and from South America). The redemption of the voucher and subsequent ticketing must be handled by American Airlines personnel or an authorized agent. The voucher is valid for 12 months from the date of issue. Please allow at least 30 days for international mail. We would be happy to provide the same gesture to your companion. Kindly have Mr. Kerrinckx contact us again via aa/customerrelations and provide us with his consent to proceed and his mailing address. Please refer to the reference number below for quicker handling. Ms. Baegen, your business means a great deal to us and we want to ensure that your travel is always pleasant and without difficulty, whether you are traveling on American or one of our partners. Please dont be discouraged from continuing to travel with us often. In turn, we will do our best to meet your expectations.
Posted on: Thu, 30 Oct 2014 20:36:29 +0000
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